Magenta’s digital journey continues to enhance customer experience  | News

Magenta’s digital journey continues to enhance customer experience 

Magenta Living has launched the first phase of their new customer relationship management (CRM) system, Salesforce. 

This CRM will fundamentally change the way the organisation operates across the business and will ensure they continue to provide the best possible service to customers.  We are working with Alscient who have experience in delivering Salesforce solutions to customers for over 10 years. 

This initial phase is geared towards implementing the end-to-end management of damp and mould cases with initial results showing huge benefits to both Magenta Living’s customer and colleagues.  And it’s especially important at this time of the year when the colder weather brings more condensation and fixing issues is even more critical. 

Initial comments from colleagues in the Contact Centre, who take the initial calls from customers, include: 

“The biggest benefit will be to Magenta customers as we improve our ability to provide healthy homes and sustainable tenancies.” 

“Gives me a much clearer view of live cases and allows me to monitor in “real time” how they progress.” 

“Able to give customers a specific appointment time rather than an all-day appointment.” 

Magenta Living’s Executive Director of Assets and Development, Ian Thomson, said: 

“We are delighted to be working alongside Salesforce and Alscient on this transformative project.  We are doing the right thing by delivering this service that is centred around our customers. 

“Salesforce has really strengthened our record keeping with a centralised system for managing all damp and mould cases, from initial report to resolution. This means that all relevant information - including photos, correspondence and actions taken - is stored in one place, making it easier to track progress and ensure compliance.  We are following up with customers who have opened cases regularly as part of our aftercare process to make sure the issues have been resolved. 

“We are really excited about the difference this will make to our organisation, our colleagues and, most importantly, our customers.” 

A spokesperson for Alscient said:

"Alscient has greatly enjoyed working with all of the team at Magenta during the Damp and Mould project, and believe their forward thinking approach will bring great benefits to everyone connected to them. We are looking forward to the next phase of work and helping to provide regular service improvements."

Magenta will be launching future phases of this transformation programme – so watch out for more updates coming soon!